The washing machine leaked hours before I was going to the airport last week. I managed to order a part, I doubted it was the correct part judging by the operators apparent lack of experience. While we were away, my daughter opened the package...it was the wrong part. She went to the Hotpoint factory nearby with the broken part in hand (bless her) and managed to talk to someone in technical, who informed her they couldnt identify the part, it may well be obsolete. The machine is less than three years old.
Once back, I phoned them, obtained a full refund on the incorrect part and the lady helpfully sent me an email with parts diagrams that may help me ID the part.
'Once you identify the part, ring me back and I will place an order for you'
'Excellent, thankyou''
15 minutes later, I ring back, I have the right part on the drawing, i queue for maybe 15 minutes, then ask for the lady in question...
'Sorry, there are hundreds of us here, perhaps I can help'
''The lady sent me an email, I now know which part to order, can you place it for me ?'
'I dont have access to that email sir, perhaps I should pass you back to the switchboard, then ask for ?????'
'Ok, I will try that'
I ring back but get another lady, Clair, in the correct department...
'Hi, can I speak to ???? '
'Sorry, there are problems with her phone ' (wouldnt you know
)
'Ok, she sent me an email, i have identified the part, perhaps you can help me ?'
'I cant myself sir, but i will pass you to our sales team, they will have access to the drawing and they will help you'
'ok, thankyou'
She then transfers me to David, and you JUST KNOW in those opening seconds, this guy is going to be 'difficult'
'Hi David, ive spoken to ????' she's sent me an email drawing to ID a part, i'd like to order that if you can open the drawing, its drawing number 2031239'
'I'm sorry, I don't have access to those drawings, perhaps if you tell me what you need, I can order it for you '...In a smug, you just know you want to throttle him, manner
'If it were that easy David, i'd already have done so, this part hasn't been ID'd by several departments, I don't even know what it is called myself, that's why she sent me the drawings'
'If you just tell me the part sir....'
' Its a connector on an Aqualtis model *******'
'What sort of connector sir ?'
'The whole point is David, I DONT know, no-one seems to know, that's why I needed the drawing, the one I was told you WOULD have, but you say you havnt'
'Perhaps if you just tell me...'
'Im beginning to lose it now
'I'm not sure I like your attitude David, perhaps you can put me through to someone else'
'I'm sorry you feel that way sir' he replied with a superior, smug air. 'I'll put you back to blah blah if you prefer'
'Thankyou'
I wait in another queue for 5 minutes and talk again to 'Clair'
'Ok, ive just spoken to David, he HASNT got the drawings to help me tell you exactly what I need, PLEASSSSE will you sort this for me, ive maybe been on the phone for 30 or 40 minutes now'
'Certainly sir, i'm sorry...what drawing is it ?'......and I told her, ID'D the correct part which cost £12, postage included, paid and sorted, no fuss, no aggro.
I was so happy to get it sorted, I forgot she said in the first convo she COULDNT help me, and yet 15 minutes later, she could ?
The first part cost £13 in postage
Its a piece of plastic weighing grams.
'BTW, £13 postage, is that correct ?'
'Yes sir, that's for our priority service'
'
£13, I could WALK to your factory, seriously, I live about 1 mile away...how much is it to go standard'
'It'll be £12 sir, unfortunately its a post ONLY service, you cant pick it up yourself'
'Wha ???, £12, I may as well do it priority then.....ahhhh, do you mean £12 postage, or £12 for the part AND postage'
'No sir, £12 all in'
'OK, that's fine, thankyou'
£13....they could pay a man to WALK to my door and still me in profit....£13 my ar...
What a bunch of tossers, sorry to profanicate, I got a headache now.
'grrrr, bark, grrr...
..makes a meal of my arm.
